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allot of the time this is cause by to little water for the amount of clothes in the wash, tell her to try putting the water level to high and try a load see if that works, if not she probably needs a transmission because the outer tub is spining in agitate, this will tangle the clothes, let me know thanks Bryan
Finally got a hold of my friend and he asked his grandma if she had cut back the water level to save water and she said yes she had so they tried a wash load and it work fine with more water in it. So you were right so where is the green accept button I don't see it.
Thank you very much sorry to keep you wating have a good day.